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Getting startedWhat we ask of youAt the end of your tenancyIn the event of an emergencyWhat you can expect from usUseful information about the propertyWhat to do and who to callA go-to for any commonly-asked questionsregarding Wise Livng propertiesInformation to help you at the end of your WiseLiving tenancyIn the same way that we ask certain things of ourtenants, as a landlord we have responsibilities to ourtenants and their living conditions.Some tips to help you get acquainted with your newhome and to help make the most of your residenceAs a Wise Living tenant there are certain behaviours werequire to ensure the property is properly cared for and tomake sure Wise Living communities are a great place tolive for you and your neighbours3 - 1011 - 132116 - 1814 - 1519 - 20pageContentsGetting Started1

We recommend that upon move in you take atour of your new property to get familiar withsome key functions. Each property style has aslightly different layout so here is a list of someimportant utilities and where they are mostcommonly found.Utility metersEmergency switch-offsAn emergency gas switch off lever can be found in themeter box, next to the gas meter.An internal water stop tap is located under the kitchensink, and an external stop tap is located outside forswitch off before the internal stop tap. Tools may berequired to operate the external stop tap.The fuse box will be located either in the downstairs WCor downstairs storage cupboard. For apartments, youcan find an emergency stop top and your fuse box inyour washing machine cupboard.The gas and electricity meters are located on theoutside of the property in meter cupboards. We wouldrecommend taking readings when you first move in sothese can be given to your utility provider.The water meter is located outside the front of theproperty in an inspection chamber going into theground but can be read using the Bluetooth meterunder your kitchen sink. If you are renting an apartment your utility meters canbe found in your communal cupboard. For health andsafety reasons, these cupboards are locked. Getting to know yourpropertyGetting started3GasWaterElectricFuse boxExternal stop tap

The normal operating water pressure for the boiler in your property will be detailed in the user manual.Typically you will find the pressure gauge within bar 1 when the operating water pressure is normal.However, please check your user manual.Pressure above or below the optimum level canindicate a fault or the need for re-pressurising whichcould be causing an operating issue. Re-occurringpressure issues may indicate an ongoing fault.Re-pressurising the boiler is the responsibility of thetenant. Your boiler manual will have model-specificguidance on how to correctly carry this out, however ifyou do not feel comfortable doing this an engineercan be arranged to attend for a small charge.Please note that these how to guides relate to ourstandard specification. Some properties may vary.For more detailed information relevant to your makeand model of appliances, please refer to the usermanuals supplied to you.Each boiler manual contains a ‘quick reference’ guideto the basic controls, indicators on the boiler controlpanel, as well as more detailed information. We wouldadvise that you familiarise yourself with this uponmove in.If you are experiencing any operational problems withthe boiler, troubleshooting advice can be found in theboiler manual to resolve or diagnose common issues.If you have not received a copy of your boiler manualplease contact us on 0345 319 4070 or email us atemailus@wiselivnghomes.co.ukThe thermostat in the property can be programmedwith a 7 day heating and hot water control, designedto help you save energy and create a comfortableenvironment in your home.Lack of heating or hot water in the property could be a result of a thermostat setting so it is essential to double check the thermostat programme andoptions (e.g. if hot water and/or heating are selected)for any heating or hot water issues.We would advise that upon move in you consult thethermostat manual and set your desired programme.This manual would have been sent to you via emailupon move in. If you have not received this pleasecontact the DifRent team.Most thermostats include a BOOST function, allowing the user to activate or extend a 1 to 2 hourperiod of hot water or central heating outside of theprogrammed settings.If an ADVANCE button is present this allows the user tobring forward the next programmed heating or hotwater time, or to switch this off until the next timedprogram.Basic boiler controlsCentral heating systempressureSetting your heatingGetting started Getting startedHow-to guides0022barbar343411Fig. 1Fig. 2RequiresRepressurisingNormal Pressure02bar341Fig. 3Fault4

Getting startedAppliance How-to guides5

Setting your house alarm User codes may be added and deleted. To program User Codes:Enter a valid User Code followedby NO (X), the display will showPress NO (X), the display will showTwo methods are available for Full Set.After checking the premises are fullysecure:Press QUICK or enter a valid User Codefollowed by FULLThe exit tone will now soundExit the premises via an authorised exit routeTo unset the system:Enter the premises via an authorised Entry PointThe Entry Tone will soundProceed to the keypad and enter a valid User CodePressing the QUICK key during exit will shorten the exit time to 3secondsTo abort the exit enter a valid User Code21Do You Wantto.. Delete Zone?Do You Wantto.. Test ?Getting started2312316

Press YES ( ) to program more codes or press 0twice to return to Unset Mode. ) the Press YES (Press NO (X) the display will showPress NO (X) the display will show ) the display will showEnter your required code followed by YES( display will showPress YES ( ) the display will show Press a single digit corresponding to the usernumber (1 to 9) that you wish to program.This display will show for exampleTo change the code press NO (X) the displaywill show for exampleTo accept the current text press YES ( ) or tochange the text press NO (X) the display will showfor exampleText is entered in a similar way that you would enter texton a mobile telephone.Enter the required character followed by YES ( ) , continueuntil you have entered eight characters. The display will showIf your property contains a door-entry system(apartments only), you will receive calls from yourvisitors wishing to enter the building.To speak to the caller press button 10 and press button8 to allow them to open the first door. You will then need to press button 12 to unlock theinternal door to your apartment. This door will remainunlocked for 3 minutes.Your property is equipped with main connected Smoke,Heat & Carbon Monoxide alarms. These should be testedweekly by using the test button. This needs to be pressedand held until the alarm sounds. 64835791013HintGetting started Getting startedCode 2# # # #Code 2 00 0 0 <-Code 2 Text -Code 2 TextUser 2Do You Want to..Program Codes ?Do You Want to..Select Options ?Do You Want to..Program Codes ?Do You Want to..Program Chime ?Select 1 ..9Testing the fire alarmUsing the door - entry systemDoor entry systemCarbon Monoxide alarmFire alarm - test button12810127

Getting started Getting startedBasic oven controls Vado showerExternal tap maintenanceHow to tighten a toilet seatIf your appliance is brand new we recommend an initial cleaning before the firstuse, removing all accessories and removable shelf supports (if applicable). Pleaserefer to the ‘Care and Cleaning’ section of the appliance manual which was sent toyou via email upon move in.We also recommend pre-heating the oven for one hour, followed by the grill for tenminutes to burn off any residual grease. Appliances can become hotter than usualand can emit an odour and smoke. Ensure the airflow in the property is sufficient.Please note that the oven timer must be set to operate the oven.When the appliance is first connected or following any disruption in power, theindicator for the Time of Day function will flash meaning the timer must be set.Press the plus or minus buttons to set the correct time.To change the time press the CLOCK FACE button until the indicator for the Time ofDay function on the display flashes and amend with the plus and minus buttons.All kitchen appliances have separate switches on the wall of the kitchen, pleaseensure these are in the ON position to operate.The toilet seat fixing is at the back of the seatbeneath the chrome disc/cover.This can easily be lifted and turned to locate thefixing bolt which can be tightened with a screwdriver.The thermostatic shower is fitted with a safetyfunction on the temperature dial. To set thetemperature to over 38 degrees the safety buttonmust be depressed when turning the dial. Note: for some properties these two dials may beon opposite sides. Always check the temperaturegauge before using the shower.If your property has an outside tap we would advise that during the winter months when usagewill be less frequent this should be isolated to avoidagainst frozen pipes.This simple operation is undertaken by shutting offthe water supply to the tap by the isolating servicevalve. This is the section highlighted by the circle onthe image to the right.It can be turned off with a flat headed screwdriver,or a 5 pence piece. When the slot is in line with thepipe it is in the on position (allows water through to the external tap) and when the slot is across thepipe it is off.Kitchen Switches8

T E S T I N G Y O U R C O 2 A N D S M O K E A L A R MTesting your smoke alarm:Testing your carbon monoxide (CO2) alarm:If you find that your alarms are not in working order, you’ll need to replace the batteries. If the alarmstill does not work after replacing the batteries, please report this via Fixflo.Press and hold the test button on the front of the alarm until the alarmsounds. Be sure you hold the button down long enough; it can take up to20 seconds for the alarm to respond to the test.Pressing the test/silence button is the correct way to test the CO alarm. NEVER use vehicle exhaust or some other source ofcombustion fumes. Exhaust causes permanent damage.Press and hold the test button on the smoke detector. It can take a fewseconds to begin, but a loud, ear-piercing siren should emanate from thesmoke detector while the button is pressed. If the sound is weak or non-existent, replace your batteries. If it has been more than six months since you last replaced the batteries(whether your detector is battery-powered or hard- wired), change themnow regardless of the test result, and test the new batteries one final time tohelp ensure proper functioning. You should also look at your smokedetector to make sure there’s no dust or other substance blocking itsgrates, which may prevent it from working even if the batteries are new.9

What weask of you13How to bleed your radiatorsHow to clean your laminate flooringIf your boiler seems to be functioning correctly but some or all of the radiators in the house aren’theating up properly, it could mean that there are air bubbles in the system preventing it fromflowing as it should. To resolve this you would needto bleed some or preferably all of the radiators inthe property. To bleed a radiator in your DifRent home you would need to turn off your heating, then open theradiator valve indicated here using a flat-headedscrewdriver. Be prepared to catch any waterescaping from the valve with a bowl or similar andwhen a steady stream of water (not spluttering)squirts from the radiator, tighten the valve with thescrewdriver.Remove all dirt particles with a dustpan and brushAlways use a microfiber cloth Moisten the microfiber cloth with Elka clean by spraying it a few times. Do not spray too much of the product at once; it shouldn’t drip from the microfiber cloth. Never spray directly on the floor Wipe in the lengthways direction of the panels. Distribute the moisture evenly across the floor, if necessary, moisten the cloth again by spraying it. Getting started10

Tenant responsibilities Tenant responsibilitiesYou will be responsible for all utilities such as gas, electricity, water and counciltax for the duration of your tenancy. Meter readings will be included on yourinventory and will be provided to the relevant utility provider.DifRent uses a utilities management company called Utilitease who will be in touch to help get you set up with the best tariffs and services for you, free of charge. It is your responsibility to look after the property both internally and externallyduring your tenancy and to act in a ‘tenant like manner’ at all times.Routine maintenance such as replacing light bulbs, fuses and tap washers,cleaning gutters and drains, cleaning windows and garden maintenance areyour responsibility throughout your tenancy.Informing the landlord of issuesTo help us ensure that the property remains in great condition it is importantthat you report any issues to us as soon as possible. Minor issues can result ingreater damage in the long term so please let us know. Repairs can be reportedfirstly by using your Fixflo portal or either by calling 0345 319 4070 (24 hourcontact) or emailing emailus@wiselivinghomes.co.ukLeaksLeaks are a particularly important issue to be reported as quickly as possible toprevent excessive damage to the property and your belongings. Details of thewater stop taps can be found on page 3.Call-outsIf a contractor is called out to attend to maintenance that turns out to be as a result of tenant mis-use, costs to resolve and for the contractor’s visit may bere-charged to you as the tenant. Similarly if a scheduled appointment is missedyou may be charged the contractors call out fee.Allowing access for maintenance and inspectionsContractors for required maintenance must be given access to ensure issuesare resolved and planned maintenance such as gas safety checks can beconducted. Property visits are also required periodically to ensure the property is beingcorrectly maintained. A time will be arranged with you for these visits or if a timecannot be arranged with you directly, pass keys may be used to access theproperty with 24 hours notice.Permission is required from the landlord to make interior and exterior changes tothe property, including but not limited to:• Satellites• Wall-mounted televisions• Hanging baskets• Decoration or alterations to the propertyAlterations must be set back to their original state at the end of your tenancy.Our aim is to provide you with a property that is safe andfit for purpose, and our expectation is that this property ismaintained and respected to ensure it is kept in goodcondition for you and future tenants.16What we ask of youUtilitiesPaying your rentLooking after the propertyAs a resident you are solely responsible for ensuring the rent is paid in full andon time. Failure to do this may result in charges and/or eviction. A standingorder is an instruction that you give your bank to pay a fixed amount tosomeone else on a regular basis (please note a standing order is different to adirect debit)Your payment date needs to be 3 days before your rent is due in order for thefunds to reach us in time. For example, if your rent is due on the 5th of eachmonth, your standing order payment date needs to be the 2nd. We cannot amend or cancel the standing order on your behalf. It is yourresponsibility to ensure that the standing order is cancelled at the end of thetenancy.11

GardensInsurance At no point are you allowed to:You are responsible for obtaining contents insurance to cover your belongings.All front gardens and communal areas will be maintained by the landlord’sgrounds maintenance team however we do still require you to cut the back gardengrass regularly, preferably every two weeks over summer.Sub-let all or part of the property. Any additional occupants must be approvedby us in advance of them moving into the property.Smoke in the property, or allow guests to do so.Be a nuisance to your neighbours or allow excessive visitors to your propertywhich could result in a disturbance.Keep pets at the property unless you have obtained prior written permissionfrom us. Permissions to keep a pet, if granted, will be subject to an additionaldeposit and agreement detailing the pet’s age/type/breed and a stipulationthat all carpets are professionally cleaned at the end of your tenancy.It is the tenant’s responsibility to prevent condensation by: not drying washing onradiators inside the property, ensuring that trickle vents are open, opening windowsand using extractor fans where possible. Note that in some properties, extractor fans are not automatic and these will have tobe turned on using a separate switch.Tenant responsibilitiesCondensation12

ParkingWater buttsSolar panelsCommunal areasThese are provided at selected properties for the purpose of watering plants andother non-drinking purposes.You are only permitted to use the designated parking space(s) allocated to theproperty and it is your responsibility to ensure guests to the property also abide by this.You must ensure that no rubbish or possessions are left in communal areas (includingbicycles and prams) and that all rubbish is correctly disposed of.Apartment block doors must not be propped open for fire safety reasons.Risers and meter cupboards must not be used for storage and are only to be accessedfor the appropriate purposes.If your property is fitted with solar panels you may benefit from reduced electricity billsbut we must ask that you inform us if you wish to change electricity provider.Tenant responsibilitiesWhat youcan expectof us13

What you can expect of us What you can expect of usA good experienceWe want your time as a Wise Living tenant to be as enjoyableand comfortable as possible. As your landlord there are anumber of responsibilities we have to ensure the property is ina safe and good working condition.We will provide you with the following documents, please let usknow if you do not receive these for any reason: InventoryCertificationUser manualsSecurity depositAccess to the propertyYou will be provided with a comprehensive inventory before you move into theproperty. You will be given time to review the inventory once you move into theproperty and will have 5 working days to confirm any changes to us in writing;after this time it will be assumed that you are happy with the original copy of theinventory that you were provided with.You will be provided with a copy of the Energy Performance Certificate (EPC) forthe property. The EPC is valid for 10 years from completion.You will be provided with a copy of the electrical installation certificate, there ishowever no legal requirement for us to provide you with this. You will be provided with a copy of the current gas safety certificate and EIRC forthe property. It is a legal requirement that we arrange for an annual gas safety check to becarried out by a Gas Safe registered engineer. In order for us to comply with thislegal requirement we will require you to allow access to a contractor annually forthem to carry out the necessary checks and to provide you and us with anupdated gas safety certificate. If you refuse access for this vital procedure we willbe forced to access the property with pass keys.You will be provided with a user manual for each of the appliances in theproperty. These manuals will be provided to you by email on the day of yourmove in and as hard copies in the property wherever possible.We will also give you reasonable written notice of any necessary visits to the property. This notice will never be less than 24 hours. You in turn will beexpected to allow access to the property if required within reasonable hoursand with reasonable notice having been provided.We will ensure that your tenancy deposit is registered with the Tenancy DepositScheme (TDS). The registration details will be confirmed in writing by the TDSand they will provide you with a unique re-payment ID. You will need yourrepayment ID to release your deposit at the end of your tenancy.14

Customer CareGrievance procedureEnquiries to the landlordIt is now compulsory for all letting and property management agents to be amember of a government-approved redress scheme, our registrations include The Property Redress Scheme and the Property Ombudsman.In the event that you are unhappy we would ask that you contact us to discuss your dissatisfaction on 0345 450 4632 (a local rate number). If we are unable toresolve the issue to your satisfaction over the phone then you will be asked toconfirm the details of your complaint in writing to Wise Living, 9 Regan Way, Chilwell,Nottingham, NG9 6RZ.In the unlikely event that you are still dissatisfied then you will be advised to contactthe relevant redress scheme who will review your complaint and take the necessaryaction.We will endeavour to respond to all queries as quickly as possible, but within 3 daysoverall except in the case of emergencies.Our dedicated team of advisors are here to support you throughout your tenancyand they are contactable during office hours Monday to Friday 9am to 5pm.Remember we would always encourage you to report any property maintenanceissues via your Fixflo Portal.Outside of these hours we are contactable for emergencies only.What you can expect of us15

Usefulinformationabout theproper ty16Some more information regarding the property based on themost frequently asked questions. Useful informationBulbsSafety alarmsSecurity alarmsEnergy efficient bulbs are used throughout the property. When replacing a bulbyou should replace it with another of the same specification.The property is fitted with a smoke detector on each floor, a heat detector and acarbon monoxide detector. All of these are mains wired with a battery back-up.The detectors will be tested at the time of inventory, it is then your responsibility totest these at regular intervals during your tenancy (see page 7 for guidance).For all apartment buildings a fire strategy sign will be displayed in communalareas, detailing the plan to follow in case of fire. Please ensure to familiariseyourself with this fire plan as soon as possible.The property is fitted with a security alarm. You will be provided with the alarmcode upon move in. You are free to change this to a memorable code of your own.You should be aware that we hold a master override code which will allow us togain access in the event of an emergency.Property FAQs

For Apartments Only17

Air ventsLoft spaceTelevision aerialsThe property is not fitted with a television aerial; you will need to decide whatservices you require and contact the preferred provider. Aerial sockets are inplace should they be required.The loft in the property is not suitable to be used as storage space. We musttherefore request that you do not access the loft space or store any items inthis space.Air vents where applicable should be left open at all times to prevent a build-upof condensation and the potential result of mould particularly in kitchens andbathrooms.Property FAQsAt the endof yourtenancy18

At the end of your tenancy At the end of your tenancyWe hope that you willchoose to stay in yourWise Livng home......but should you decide to move on you will need toensure that certain processes are adhered to.NoticeMail & BillsKeys & fobsFinal rent paymentTDS contact detailsCondition of the propertyWe will not accept your deposit as your final rent payment. Your rent must bepaid in full until the end of your tenancy in line with the tenancy agreement. You should ensure that you set up a mail redirection- this can be arranged viathe Royal Mail website. Unfortunately we cannot accept responsibility forretaining or forwarding any mail that is delivered to the property after yourtenancy has ended.You must ensure that all bills are settled prior to you vacating the property.Written notice of your wish to end the tenancy must be provided in line with yourtenancy agreement. All keys and fobs for the property must be returned to us when your tenancycomes to an end. It is extremely important that you remove all of your possessions and provide uswith a forwarding address. You must return the property in the condition that it was in when your tenancycommenced. You should ensure that you have removed all belongings, that anynecessary repairs have been carried out and the property has been thoroughlycleaned throughout prior to you returning the keys.It is in your interest to make sure that the property is vacated in a clean and tidycondition as failure to do so may result in charges being levied against you.The Tenancy Deposit Scheme can be contacted on 0300 037 1000 or via theirwebsite, www.tenancydepositscheme.com19

End of tenancycleaning checklistPlease note this is only a general guide and notnecessarily a full checklist.All windows must be cleaned both internally and externally. Interior window frames and ledges must be wiped cleanthroughout the property. Ceilings and walls should be cobweb free. Carpets to be cleaned as required as well as vacuumed. Kitchen floor to be swept and washed. Cooker to be cleaned thoroughly with oven cleaner. Do not forgetthe shelves in the oven, the glass door, grill pan and oven trays andchanging the extractor hood filter (if applicable).Refrigerators and freezers should be defrosted and wiped out. Thedoor must be left open and the appliance switched off. Bath, WC, shower screens, hand basins and kitchen sinks must becleaned thoroughly.Insides of cupboards and drawers must be cleaned, particularly inkitchens. The garage, if applicable, should be swept out. The garden should be left in a neat and tidy condition with lawnscut. Shrubs should be pruned as appropriate. Also, where pets havebeen allowed in the property, any animal excrement must beremoved.Washing machine soap dispenser must be cleaned aswell as thedishwasher. All bulbs replaced where necessary. All rubbish/food must be removed from the property/garden andplaced in the dustbin provided for collection. At the end of your tenancy20

In the eventof anemergencyShould an emergency arise, there are certain steps that you can takein order to help resolve the mattermore swiftly.Gas WaterElectricityIf you smell gas you should call National Grid as a matter of urgency on0800 111 999.If there is a total loss of power supply you should first check with the electricitysupplier that they have not isolated the mains supply in order to carry out repairwork, or that there isn’t a local power failure currently in place.In the event of a partial power loss you should check your fuse box to ensure thatnone of the fuses have tripped. For houses, your fuse box is located either in yourdownstairs WC or your under stairs cupboard. For apartments your fuse box canbe found in your washing machine cupboard.If you suffer a complete loss of water supply you should firstly confirm with thewater supply company that the supply has not been deliberately stopped in orderto complete maintenance or repairs.In the event of a burst pipe you should turn off your water supply immediatelyusing the stop cock under your kitchen sink or outside the property.If you are experiencing any of the above issues and you have ascertained thatthey are not a supply fault then you should contact the Wise Living team on0345 319 4070 (a local rate number).In the event of an emergencyIf there is an emergency that requires the Police, Fire Serviceand/or the Ambulance Service dial 999. For non emergencies,dial 101. 21

Images are for illustrative purposes only of this home type, they are therefore not plot or site specific and spec and external features may vary slightly. If there is any point which is of particular importance to you, pleasecontact our office and we will be pleased to check the position for you. All properties are let unfurnished. Any room sizes quoted are approximate and are only intended as a general guidance.Wise Living is a trading name of Wise Living Homes Limited (company number 11184849) and Wise Living Developments Limited (company number 12072018), both registered in England and Wales with registered address 17Regan Way, Chetwynd Business Park, Nottingham, England, NG9 6RZ.G E T I N T O U C H0345 319 4070emailus@wiselivinghomes.co.ukwww.wiselivinghomes.co.ukwiselivinghomeswiseliving_homes @wiselivinghomes Version 032024